Audio jack not working on Xiaomi Redmi Note 4

I have the Xiaomi Redmi Note 4 and this phone is NOT rooted yet. However, I am not sure if this is a hardware-specific issue or not. The phone is a day old, so I don't know if it should have been working before. When I insert an audio jack (headphones, tried two pairs), no audio is played through them, but instead, continues playing through the main speakers. Xiaomi support lines are reportedly bad, so I won't try, especially since I can't find their support email/ticket site in the first place. Following is the specs: Device Android ID/Codename: Nikel Android: 6.0.1 MMB29M - MIUI8 Patch Level: 2017-04-01 MIUI Version: MIUI Global 8.2 Stable (8.2.5.0 MCFMIDL) CPU: Octa-Core Max 2.00GHz RAM: 3.00 GB Internal: 32GB Kernel: 3.18.24-perf-g798c6bf Is this a hardware issue, or a software issue? If it's software, what should I do to fix it, and is this a known issue?